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Cloud 9: Setting Up an App Password for Email in Cloud 9

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Richard Straub
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Keywords: app password, email, Gmail, Google Workspace, Microsoft 365, OAuth2, SMTP, two-step verification, email settings, GoDaddy
Summary
This article walks through how to create an app password for Gmail, Google Workspace, or Microsoft 365 to use with Cloud 9's email settings. It also covers the Microsoft OAuth2 option for practices looking ahead to the 2027 transition.


Overview 
If your emails are not sending from Cloud 9, the most common cause is a missing or expired app password. Google and other email clients often require app passwords when sending email through third-party programs like Cloud 9. Entering your regular email account password will not work, and if your regular password changes, your app password will expire and emails will stop sending.

This article walks through how to create an app password for Gmail, Google Workspace, and Microsoft 365 accounts so you can get emails sending again.

 

Gmail and Google Workspace Accounts
If you have already created an app password before and need a new one because it expired or your password changed, the quickest way to get there is:

  1. Make sure you are logged into the correct Google account.
  2. Go to https://myaccount.google.com/apppasswords
  3. Enter a name for the app password. Most offices use something like "Cloud 9."
  4. Click Create and copy the password that is displayed.

If you have not created an app password before, you will first need to enable 2-Step Verification on the account. Follow the steps below:

  1. In the upper right corner, click your email icon and select Manage your Google Account.
  2. In the upper left, click Security.
  3. Scroll down to Signing in to Google and click 2-Step Verification. This process will not require you to change your Google account password.
  4. Enter your Google account password when prompted.
  5. Enter the phone number you want to use and select either Text message or Phone call. This is how Google will send you verification codes. Follow the prompts to complete setup.
  6. Once 2-Step Verification is turned on, click the back arrow to return to your Google account Security settings.
  7. Go to https://myaccount.google.com/apppasswords and follow the steps above to create your app password.

Once you have your app password copied, go to either Edit > Practice Information > Email Server tab or Edit > Setup > Location > Email Server tab, wherever your email settings are located in Cloud 9, and paste it into the Sender Password field. This allows Cloud 9 to send emails on your behalf without triggering the verification code prompt.

 

Microsoft 365 Accounts
Microsoft 365 app passwords are managed at the account administrator level. If you do not administer your own Microsoft 365 account, you will want to reach out to your email administrator or local IT to generate an app password for you. Once you have it, paste it into the Sender Password field in Cloud 9 using the same steps outlined above.

If you do administer your own Microsoft 365 account, Microsoft has instructions for creating app passwords here: https://support.microsoft.com/en-us/account-billing/manage-app-passwords-for-two-step-verification-d6dc8c6d-4bf7-4851-ad95-6d07799387e9 

Note: App passwords are only available on certain Microsoft 365 account types. If you are unable to create an app password, your account type may not support it. Check with your email administrator or local IT for guidance.


A Note on Microsoft OAuth2
Microsoft is transitioning away from app passwords toward OAuth2 authentication. OAuth2 is expected to be fully required for Microsoft accounts by 2027, though the timeline may vary depending on your account type and configuration. Some practices may need to switch before others.

If your practice is ready to move to OAuth2 or is being prompted to do so, Cloud 9 supports Microsoft OAuth2. In your Cloud 9 email settings, select Microsoft OAuth2 as the SMTP Auth Type instead of Basic Authentication. For full setup instructions, see the Microsoft OAuth2 Setup article here.

If you are unsure whether your account requires OAuth2 yet, check with your local IT or email administrator.


Microsoft 365 with a GoDaddy Domain
If your practice uses a GoDaddy domain with Microsoft 365, the setup process is slightly different. Follow the instructions in the Microsoft article below for sending mail through a third-party app like Cloud 9:

Set Up Microsoft 365 email with SMTP on a Multi-Function Device or To Send Mail in a Third Party App.



Emails Still Not Sending?
If you have set up your app password but emails are still not sending, your email settings may be configured in more than one place in Cloud 9. Check and update all of the following locations:

  • Edit > Practice Information > Email Server
  • Edit > Setup > Locations > Email Server
  • Edit > Setup > Employees > Email Server

If you have checked all locations and emails are still not sending, please reach out to Cloud 9 Support and we will be happy to help troubleshoot further.

 

As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.

 

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